NORTHWESTERN AGUSAN COLLEGES

Bayview Hill, Nasipit, Agusan Del Norte

THIRD GRADING PERIOD
PERIOICAL EXAM

TLE-10

Test I. Directions: Encircle the letter of the best answer.

1. It refers to the management of one or more specific business processes or functions by a third party.
a. Business Processes Outsourcing b. Customer Relationship Management
c. Information Technology Enabled Services d. Knowledge Processes Outsourcing
2. Software development, data entry, programming, and web development services are examples of services under
______________.
a. Business Process Outsourcing b. Customer Relationship Management
c. Information Technology Enabled Services d. Knowledge Processes Outsourcing
3. It includes customer-related services such as marketing or technical support.
a. Back office Outsourcing b. Front office Outsourcing
c. Offshore Outsourcing d. Nearshore Outsourcing
4. It includes internal business functions such as billing, purchasing, payroll of employees, and other similar tasks.
a. Back office Outsourcing b. Front office Outsourcing
c. Offshore Outsourcing d. Nearshore Outsourcing
5. When a Singapore-based company subcontracts a Philippine-based company to do software programming, it is
called_____________.
a. Onshore Outsourcing b. Front office Outsourcing
c. Offshore Outsourcing d. Nearshore Outsourcing
6. HSBC, a US-based finance company, hired an Indian-based BPO to manage its online credit card inquiry and
funds transfer. The type of outsourcing shown here is __________________.
a. Onshore Outsourcing b. Front office Outsourcing
c. Offshore Outsourcing d. Nearshore Outsourcing
7. It is system is being carried out online with data being held at third party’s premises and accessed via web. This
type of BPO is a means to save physical office space so one may retrieve information quickly and easily.
a. Accounting b. Document management
c. Procurement d. Software Development
8. It involves managing requests for information or proposals and recommending the best potential suppliers,
selecting suppliers, and issuing/managing legal contracts.
a. Accounting b. Document management
c. Procurement d. Software Development
9. It is subset of BPO which is a centralized office that facilitates large amount of inbound and outbound telephone
calls
a. Accounting b. Call Center c. Document Management d. Software Development
10. It is set of measurements to quantify performance and results in the call cxenter world
a. Matrix b. metrics c. rubrics d. ratings
11. In a call center, this measures how effective your agents are in utilizing their time and how efficient they are in
balancing the various aspects of their jobs.
a. Time Metrics b. Productivity Metrics c. Quantity Metrics d. Quality Metrics
12. Customer Service, Satisfaction Score, Escalation Rate and Resolution Time are all under _____________.
a. Time Metrics b. Productivity Metrics c. Quantity Metrics d. Quality Metrics
13. The customer became angry, and speaking to someone of higher authority will be a prerequisite to calming him
down. This example falls under _____________.
a. Average Call Duration b. Call Quality c. Escalation Rate d. Resolution Time
14. This criterion includes things like building rapport and using proactive, service-oriented language.
a. Quality Criteria b. Standard Criteria c. Subjective Criteria d. Objective Criteria
15. An example of this include opening the call with the appropriate greeting and asking if there are any other issues
which the customer needs assistance.
a. Quality Criteria b. Standard Criteria c. Subjective Criteria d. Objective Criteria
16. It refers to how ell agents accomplish their tasks, especially their primary function of customer contact.
a. Time Metrics b. Productivity Metrics c. Quantity Metrics d. Quality Metrics
17. It refers to the ability to actively listen, question appropriately, provide feedback, and use the skills outlined to
build customer relationships.
a. Business acumen b. Cross selling c. Interpersonal communication d. Change management
18. The focus on this type of call is more on “procedural” knowledge, where there are specific steps required to
complete a given operation using the provided computer systems.
a. Handling queries b. Handling Transactions c. Handling complaints d. Handling reports
19. These are heavy users of knowledge management systems for solving problems and issues regarding a product.
a. Academic instruction b. Booking c. Directory d. Technical Support
20. a system that lets the agent see what has been done or promised by others, so that customers do not need to tell the
whole history of the call.
a. Contact Management System b. Automatic